Last updated on March 1, 2021

Terms of Service

 

If you book a cleaning with The Frequency, you agree to our following Terms of Service. The Frequency is a house cleaning referral agency. The Service Providers we refer are domestic workers. The Frequency takes pride in referring reliable, experienced and hard-working Service Providers. Please check back on this page, as these terms may update without us notifying you. If you have any questions regarding these terms, please email us and we will be happy to explain them in further detail.

 

  1. An appointment is considered confirmed when you book online with your credit card or you submit your card over the phone and verbally confirm the appointment. A $25 cancellation fee will be applied within 48 hours of your appointment.

  2. If you have issues with your Service Providers or their cleaning, please send an email to hello@frequencymaids.com Attn: Claims Department within 24 hours after the job was done. Your claim will be responded to in the order in which we received it in 1-3 business days. Remember email is the fastest way to get our attention and resolve your concerns in this matter due to our high call volume on a daily basis.

  3. The rate may vary from each domestic worker. General estimates are posted on our website. However, customer may negotiate rate with domestic workers. Gratuity is optional and not required if you don’t feel 100% satisfied.

  4. There is a 1-2 hour window of arrival for the Service Providers. Based on many factors, such as traffic, finding new homes, finding parking, bringing in equipment and navigating from one home to another, we cannot guarantee exact arrival times. The Service Providers try their best to arrive towards the beginning of the arrival window. If they need an arrival adjustment, we will notify the customer.

  5. The Service Providers we refer are all hard-working people. They count on The Frequency to collect payment for them. Service Providers make a living on your payment. The Frequency does not offer free cleanings.

  6. We work with customers and Service Providers based on their schedules and availabilities. The Frequency cannot guarantee the same Service Providers every time as schedules fluctuate. We will let you know in advance if anything changes with your appointment. We will try our best to ensure that your request will be answered in a timely manner.

  7. All bookings processed online or by email are for general cleanings only. This implies that your home has been serviced within the past three months and is in reasonable condition. If not, we suggest you add extra services for a more detailed cleaning. We suggest that customers consult with their Service Providers beforehand to insurance expectations are aligned.

  8. We suggest that if it is your first time booking a service through us or a booking with a new Service Provider, that you at the beginning of the service to have the initial walk through with the Service Provider. We also suggest that you arrange to either be present for the duration of the cleaning or return 10 minutes before the Service Providers are finishing so you can see the cleaning they did in the final walk through. Please note that if you are not satisfied with your cleaning, the first step is to request a revisit with your Service Providers to allow them the opportunity to learn and address your concerns. Service Providers take much pride in their work and customer satisfaction.

  9. Please ensure Service Providers have full access to the premises on the day of your scheduled cleaning (this includes access to running water and electricity, being able to complete the job without interruption from other service providers in the home, and beloved pets are not in the way of the Service Providers, etc). In the event they arrive for your scheduled Service Providers and find themselves unable to access the home or unable to clean, there will be a $45 fee for the time and travel. The Service Providers time begins once cleaners arrive. Any wait time will be included in the billable time. The arrival time is a window of time, given to you at the time of booking.

  10. The Frequency Referral Agency does not accept possession of your house key and will not be able to track it or retrieve it from your domestic worker We can relay any instructions on the method of entry. If you have a lock box on site, please provide the code for your Service Providers file notes.

  11. Please provide parking opportunity for Service Providers. An appointment will be considered “cancelled” and the $45 cancellation fee will be applied if Service Providers have to leave due to parking inconvenience.

  12. The Frequency reserves the right to refuse service to an unreasonable request. Some reasons include: property or condition of the home is not as described by the customer, cleaning job requested not as described by the client, domestic workers feeling uncomfortable with the job site, client or pets. Please keep aggressive or overly friendly pets in a safe area.

  13. In order to respect all client’ schedule, if your cleaning requires much more time than discussed, we reserve the right to schedule the additional cleaning time for a different day.

  14. Discounts cannot be combined.

  15. The Frequency is not the employer of the domestic workers it referred to you. Depending on your arrangement with the domestic worker, you may have employer responsibilities.

  16. A client can hire a domestic worker for permanent domestic referral placement and work directly with the cleaner, without going through The Frequency Referral Agency. If you wish to do so, we can send additional information. There is a $1000 fee for the services of securing a domestic worker. Soliciting a cleaner for private placement will result in a placement fee.

  17. Service Providers reserves the rates directly with the customer.

Payment: 

Payment is due at the time service is scheduled. Customer may provide the Agency with a valid credit card to keep on file for billing. Customer is responsible for and agrees to pay the Agency for the full cost of Customer’s requested services. Fees paid by the client include the Agency’s referral fee which is a predefined percentage with the Service Provider. The referral fee charged by the Agency for its services shall be reasonable, negotiable and based on a fixed percentage of the service cost per the Agency’s established fee schedule. Customer agrees to pay Agency a Referral Fee for as long as Customer continues to engage or otherwise utilize the Service Provider’s Services. Customer shall pay the Agency a service charge of $35 in the event Customer’s payment is returned by the institution on which it is drawn for any reason. Customer agrees to be present at the end of the service to inspect the work and sign the invoice. Customer agrees to pay for services rendered regardless of whether Customer is onsite at the service location before, during or after the service.

 

Our goal is to provide a reliable domestic referral, so you can sit back and relax when you book with us.

The Frequency is not the employer of the domestic worker it referred to you. The domestic worker may be your employee or an independent contractor depending on the relationship you have with him or her. If you direct and control the manner and means by which the domestic worker performs his or her work you may have employer responsibilities, including employment taxes and workers’ compensation, under state and federal law. For additional information contact your local Employment Development Department and the Internal Revenue Service.